ITIL Service Capability: Operational Support and Analysis

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ITIL Service Capability: Operational Support and Analysis

IT operations, technical, or IT management personnel requiring more information about ITIL best practices

Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

Prerequisite

ITIL Foundation Certification (v3 or newer) required

Two to four years of relevant work experience

To prepare for the end-of-class exam, we recommend that you review the ITIL 2011 publicationService Operation (2011 Edition, ISBN 9780113313075) and complete at least 12 hours of personal study

Expected Duration
5 day

Description

In this course, you will be immersed in the practical aspects of the ITIL service lifecycle and processes associated with the operational support and analysis of services and service delivery. You will cover the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This course includes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL best practices and position you to successfully complete the associated exam. The exam will be offered on the last day of the course at 1:00 pm.

The main process and function focus areas of this course include:

Event management process

Incident management process

Request fulfillment process

Problem management process

Access management process

The organizational functions focused on in this course include:

Service desk

Technical management

IT operations management

Application management

Please note: The ITIL Foundation certification is required to take the exam at the end of class. Proof of certification must be provided no later than the first day of class.

ITIL is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.